Rescheduling Bookings

Sometimes plans change. Learn how to reschedule appointments — both from your dashboard and by allowing customers to reschedule themselves.

Rescheduling a Booking

When you need to move an appointment to a different time:

1. Go to Bookings and find the booking you want to reschedule
2. Click the actions menu (⋮) and select Reschedule
3. A modal opens showing two steps:

Step 1: Choose a Date

• An availability calendar shows which days have open slots
• Select a new date (from today up to 90 days ahead)

Step 2: Choose a Time

• A dropdown shows available time slots for your selected date
• Your current booking time is shown for reference (highlighted in amber) but cannot be reselected
• Select a new time slot

4. Click Confirm to reschedule

The booking status is set back to Confirmed, and the customer receives an email notification with their new appointment time.

From the calendar view:

You can also drag and drop bookings to a new time slot in the calendar view for quick rescheduling within the same day or week.

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Customer Self-Rescheduling

Customers can reschedule their own bookings using a secure link in their confirmation email — without needing to contact you.

How it works:

1. Customer clicks the reschedule link in their booking confirmation email
2. The link contains a secure token that validates their identity
3. They see the same calendar and time slot interface
4. They select a new date and time, then confirm
5. Both they and you receive a confirmation email with the updated details

Enabling customer rescheduling:

Customer self-rescheduling is controlled in your system settings. You can configure:

• Enable/disable rescheduling — Toggle whether customers can reschedule at all
• Minimum notice — How far in advance a customer must reschedule (e.g., 1 hour before the appointment). If a customer tries to reschedule within this window, they'll be told it's too late

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Availability Checks

When rescheduling (whether by admin or customer), Syntra performs several checks to ensure the new time is valid:

• Provider availability — The new time must fall within your set working hours
• Existing bookings — No double-booking (the current booking is excluded from conflict checks)
• Availability exceptions — Respects your days off and blocked dates
• Agent availability — If the booking is assigned to a specific agent, their schedule, working hours, and break times are all checked
• Buffer times — Service buffer times (before/after) are respected

If the selected time fails any of these checks, it won't appear as an available slot.

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Limitations

Cannot be rescheduled:

• Service bundle bookings — Bundle bookings cannot be rescheduled through the standard flow. Contact support to reschedule bundle bookings
• Past bookings — Bookings that have already passed cannot be rescheduled
• Completed bookings — Already marked as completed
• Cancelled bookings — Already cancelled
• No-show bookings — Already marked as no-show

Date range:

• New date must be between today and 90 days in the future

Customer restrictions:

• The reschedule link must be used within 7 days of receiving it
• Customers must reschedule before the minimum notice period (if configured)

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Notifications

When a booking is rescheduled, Syntra automatically sends notifications:

To the customer:

• Email with updated appointment details (new date, time, and service info)
• New cancellation and reschedule links (previous links are invalidated)

To you (the provider):

• Email notification about the change

Additionally:

• The booking is synced to your Google Calendar (if calendar integration is connected)
• The reschedule is logged in the customer's CRM activity history with the old and new times
• Attendance confirmation is reset (treated as a fresh booking)

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